Merge conversations

[guestisp]

Some customers prefere to start a new conversation for every phrases without using the existing conversation (yes, It happens,probably these customers are unable to reply to an email)

Ability to merge multiple ticket in a single one is absolutely a must. We can work on this, any suggestion on how to implement this?
In example, if multiple conversations are selected, which is the "master" conversation to use as base? The older one?

[freescout-helpdesk]

You can check how this functionality works in help scout.

[guestisp]

We don't have a working helpscout account.
Can you tell me what happens when clicking on a related conversation from the conversation detail page?
Some screenshot would be useful

[freescout-helpdesk]

https://docs.helpscout.com/article/31-merging-conversations

[guestisp]

I know that article
In that article is wrote that a popup with a confirm will open, i would like to see that

[andrewlimaza]

This would be useful, some customers bump tickets/send new emails for exact same issue and the ability to merge two conversations (and carry conversation into the merged conversation would be awesome).

I'm not too familiar with Laravel, but might look into this when I get a gap as it's definitely something needed for my business.

[SFFLAB]

Just wanted to indicate my strong support for this feature. The inability to merge is far and away the largest complaint I hear across the users we have. Further, for those users it is usually a very significant pain point.

[caseyjhol]

@guestisp

[caseyjhol]

@freescout-helpdesk I'd be interested in helping build this. Is this something you see as being a core feature added into FreeScout or as a module?

[freescout-helpdesk]

This feature should be added to the core.

[foliovision]

Just found the merge feature. Seems to work with no issues, even with multiple tickets or alternative email addresses (very useful). This is fabulous work. Thank you FreeScout Team!

[SecureCPU]

How can we merge multiple conversations at once?

[Magneticdud]

If anyone wonders how to merge those multiple conversation (i just got a customer who sent 6 emails to say the same stuff), it's inside the menu in the ticket:

Then choose the ticket to merge:

both tickets need to be assigned to the same client

[endoflevelboss]

Just adding some thoughts about merging. There are multiple threads regarding this feature and I think this one is best for my note.

First of all, merging works perfectly and is an essential feature for managing the incoming chaos.

Biggest pain is booking sites spamming you with unrelated confirmations, reminders, shipping notifications, pushing for rating the service, etc. Most of them can be deleted, but sometimes I'd like to keep the history of a booking for e.g. invoicing.

Second pain is calendar invites which are always sent "out of band" of an existing communication.

What could create a large value at very little development effort: Merging in the list view by dragging one communication to another, like throwing that content into the target communication. That would (at least for me) sufficiently convenient. I don't see a general requirement for automated merging as the above pains can't be addressed by rules.

[Mleadg]

It would be nice to have a (maybe optional module) way to merge tickets automatically. Especially in b2c you get a lot of customers sending the same question multiple times. For my use case the preffered method would be to auto merge everything per customer e-mail address. 1 customer = 1 thread. I would buy it :)